CRM marketing manager in hospitality

THE·TEAM’s hospitality team is looking for a CRM Marketing Manager to lead customer communications across our portfolio of sports, music and entertainment experiences. You'll take ownership of our CRM strategy, customer database and automated journeys, working closely with our content and creative teams to deliver relevant, targeted communications that turn customer interest into enquiries, bookings and repeat business.

• Develop and deliver a CRM communications plan aligned with our hospitality sales calendar, priority events and wider marketing activity.
• Create targeted journeys for corporate and individual customers, identifying opportunities to improve lead nurturing, retention, cross-selling and re-engagement.
• Own the planning, targeting, scheduling, testing and performance of email, SMS and WhatsApp campaigns.
• Work closely with our content and creative teams, who will develop the messaging and assets, to ensure communications reach the right audiences at the right time.
• Build and optimise automated journeys, continually improving engagement, conversion and deliverability.
• Coordinate marketing requirements, project milestones, testing and launch readiness with internal stakeholders and external implementation partners.
• Help ensure the platform supports effective segmentation, automation, reporting and integration with sales processes, taking day-to-day ownership of its marketing capabilities following launch.
• Maintain a high-quality, well-organised customer database, supporting data cleansing, segmentation, lead capture and database growth.
• Develop audiences based on customer interests, behaviour and purchase history, ensuring communications respect customer preferences, consent and relevant data protection requirements.
• Monitor campaign effectiveness, customer engagement, enquiries, bookings and revenue generated through CRM activity.
• Work closely with sales to improve reporting and attribution, using insights, testing and competitor activity to identify opportunities for better performance and more efficient processes.

• Practical experience managing CRM and email marketing programmes, with a strong understanding of campaign planning, audience segmentation, automated journeys, customer engagement and performance optimisation.
• Comfortable working with content and creative teams to bring campaigns to life.
• Experience contributing to or leading a CRM or email marketing platform migration, with the ability to coordinate stakeholders, manage competing priorities and translate business needs into practical solutions.
• Confidence analysing campaign performance, identifying improvements and connecting marketing activity to customer enquiries, bookings and sales outcomes.
• A good understanding of customer data management, consent and preferences, email deliverability and marketing automation, alongside the ability to manage campaigns accurately and efficiently.
• Strong organisational and communication skills, with the ability to balance longer-term projects with day-to-day campaign delivery.
• Будет плюсом: Familiarity with Salesforce Marketing Cloud or a comparable platform would be valuable; Experience with SMS or WhatsApp marketing, or within hospitality, live events, sport, music, entertainment or another B2B/B2C environment, would be an advantage

• Hybrid working pattern of 3 days a week from our Aldwych House office
• 25 days holiday plus bank holidays
• Private healthcare, Gymflex, enhanced parental leave & cycle to work scheme benefits amongst many others
• Excellent office environment; we’re dog friendly, offer company and departmental social events and breakfast, drinks and snacks in the office